Ankit Pandey

I have 12+ Years of Customer Service experience more than 6 years of experience working as a manager. Tools: Zendesk, Gorgias, Amazon Seller Central, Shopify, Slack, Asana, http://monday.com/ (Overview), http://tawk.to/. I have been managing a virtual team of 3 freelancers, maintained a high level of customer satisfaction and barged in when required for escalated issues.

My KRA's include:

-- Ensuring timely response of all tickets, maintaining the First response time to a minimum number of hours with high-quality responses.

-- Managing freelancers to ensure timely login and answering their questions related to any difficult query they come across.

-- Handling the ticket queue and chats when the volume is high.

-- Individually handling all Amazon customers and maintaining over 95% feedback score.

-- Overcoming challenges faced within the dropshipping process and completing the case until the product reaches the end customer.

-- Acts as a mediator between the Management and Freelancers to ensure both sides are happy.

-- Process Orders, reorder items (when required), issue refunds and approve replacement items on a case-to-case basis.

-- Maintaining knowledge base and introducing effective ways to improve Customer Service tools and processes.